Feature Requests

If I directly use the Mava Dashboard to send the reply to any ticket, it goes with the Mava App written at the top and the Author/admin name below, which is giving us a feedback that users feel they are chatting with a robot and actual Human, hence I now started replying directly from Discord Threads. I can understand this incase Mava bot gives automatic replies but I would highly request you to consider this as I believe others might have got this feedback too. If we think it from a psychological view point of the user, they always read the Mava App and not the author below, which is not their fault and this builds less trust to their mind and it seems like we are not putting in efforts to reply, even though we are! Hope you get it, let me know if you need a bit more explanation

It takes a lot of time when switching views because, upon returning to the unassigned queue, we always have to scroll through the entire queue to see the tickets in the order they were received. If we don’t do this, we are unable to resolve them in the correct order.

Force users to click chatbot buttons, so that they are taken through the entire chatbot flow and answer relevant questions to improve support efficiency.

Pain point: Users are unable to see how many tickets are in each view, making it difficult to monitor multiple custom views. Goal: To display ticket counters next to all custom views, allowing users to quickly assess the number of tickets in each view without click on the view.

Pain Point: emails are sent as separate messages, making it difficult to follow the entire conversation Solution: create proper email threads where all messages and responses in the same ticket are visible within the same thread

We need filters in the mentioned area. If we could have filters there it would make life so much easier rather than downloading the excel file, working on the data seperation problem. Then looking at two different platforms (excel and Mava.app ) in order to get to the result I need to get. Goal: Spending less time trying to analyze agents.

Pain Point: Currently, there is no efficient way to communicate the same message to multiple users who share a common Tag This results in having to send individual messages to each user, which is time-consuming and inefficient, especially when providing updates for widespread issues Goal: Enable the ability to send a bulk message to all users associated with the same Tag, allowing for more streamlined communication and faster resolution of tickets Detailed Description: Add a bulk messaging option that allows sending a single message to all users who have tickets tagged with a specific Tag. This would make it much easier to update users about the status of a shared issue

Goal: Enable B2B customers to more easily manage Telegram group chats Pain point: B2B customers find organization and management of multiple Telegram group chats challenging. Messages get missed, there’s no accountability and it’s hard to remember to follow up with customers. Description: V1: allow customers to sync Telegram group chats into the Mava support inbox and reply from Mava into Telegram.